SME : Telecom Domain

Wipro; Maharashtra; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Wipro in India is seeking a Telecom ISP support expert to deliver exceptional customer service by acknowledging, tracking, and prioritizing client cases per regulatory guidelines, and routing them to the relevant support team to ensure timely resolution within SLAs. The role requires 4-6 years total experience and 2-4 years as SME in telecom ISP repair/troubleshooting.

You will handle L2 escalations, perform deep diagnostics of network, device and configuration issues, coordinate with NOC and

Qualifications

• L2 escalation handling for broadband and fiber issues.
• Deep diagnostics on network, device and configuration issues.
• Coordinate with NOC and field teams for outages and mass events.
• Analyze repeat faults and propose permanent corrective actions.
• Create and update troubleshooting SOPs and knowledge base.

Responsibilities

• Handle L2 escalations for complex broadband and fiber issues.
• Support agents during live calls for technical guidance
• Perform deep diagnostics on network, device, and configuration issues
• Coordinate with NOC and field teams for chronic outages
• Analyze repeat faults and recommend permanent corrective actions
• Create and update troubleshooting SOPs and knowledge base
• Support pilots, new launches, and process changes

Skills

TCP/IP

DNS

DHCP

Fiber diagnostics

Broadband diagnostics

Optical power interpretation

Alarms & error counters

Analytical thinking

Technical communication

Stakeholder coordination

Job description

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.

Job description

Job Description

Role Purpose

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.

4-6 years of overall Experience

2-4 year experience as a subject matter expert in Telecom ISP repair and troubleshooting domain.

• Advanced knowledge of TCP/IP, DNS, DHCP, latency, packet loss
• Hands-on experience with fiber and broadband diagnostics
• Ability to interpret optical power levels, alarms, and error counters
• Strong analytical and decision-making skills under pressure
• Clear technical communication and stakeholder coordination

Provide advanced technical support, act as escalation point for complex ISP repair issues, and drive root-cause fixes to reduce repeat faults and call volume.

Key Responsibilities:

• Handle L2 escalations for complex broadband and fiber issues
• Support agents during live calls for technical guidance
• Perform deep diagnostics on network, device, and configuration issues
• Coordinate with NOC and field teams for chronic and mass outages
• Analyze repeat faults and recommend permanent corrective actions
• Create and update troubleshooting SOPs and knowledge base
• Support pilots, new launches, and process changes

Mandatory Skills: Enterprise order fullfillment.

Experience: 3-5 Years.

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